Customer Experience Associate II

About the role

The call center located in Middletown, Pennsylvania is a growing, high volume call center that services child support service calls for the Commonwealth of Pennsylvania. The call center is an inbound call center with a strong commitment to exceptional customer service. The call center hours are Monday through Friday from 7:00 a.m. – 8:00 p.m. Training will follow a schedule of 8:00 a.m. – 5:00 p.m. for a duration of 4 weeks.

Responsibilities

• Answer calls timely as they are automatically received through blended call queues
• Answer incoming chat inquiries in a timely and accurate manner
• Provide one-call resolution through asking pertinent questions to understand member's concerns
• Update member information efficiently and accurately through active listening
• Maintain up-to-date product knowledge through offered trainings
• Utilize soft skills while engaging with members
• Maintain a calm and positive demeanor while engaging with members
• Display effective communication and ability to follow communication procedures/guidelines
• Maintain punctual, reliable, and consistent attendance
• Demonstrate excellent time management and multitasking skills
• Review Quality Assurance assessments within a timely manner
• Escalate member concerns to the call center management team
• Maintain adherence to all key performance indicators as set forth within the call center and corporate guidelines
• Perform all other duties as assigned

Requirements

• Minimum of one year of experience in a customer service role; call center experience preferred
• Proficient computer skills in programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs
• Ability to sit for long periods of time
• High School Diploma or GED equivalent
• Ability to pass a criminal background check